Kat L.
Yelp
A Beautiful Concept Undermined by Poor Execution (With a Few Employees Who Saved the Trip)
We booked Sandos Caracol Eco Resort because it advertised vegan dining options--an essential requirement for our family, including a child with an allergy. We emailed ahead to confirm these accommodations, but received no response. Once on site, we quickly realized how unprepared the resort was. Vegan options were scarce and poorly labeled--I accidentally ate beans containing bacon on the first night and ended up violently ill. Thank God I brought my child's EpiPen. To be clear: for many of us, veganism is as serious and structured as keeping kosher. Shared cooking utensils, pots, and pans simply don't cut it. Speaking of which--why are kosher options still an afterthought at so many resorts?
Two months before our trip, we also emailed about issues with our reservation. The reply? "We can't make changes until you arrive." My entire family knew that was a red flag--and, sure enough, we had issues at check-in. Our wristband keys didn't work. We had to trek back and forth from our rooms to the front desk multiple times before I insisted they come to us. The front desk staff blamed the door batteries, but we knew that wasn't it. Eventually, they replaced our wristbands entirely and verified that they worked--finally resolving the issue.
When I asked to speak with a supervisor, Gustavo Esparza arrived and was immediately defensive. No apology. No accountability. Just a list of reasons why the issue was supposedly the fault of Delta or AmEx (since we booked through them). But our initial email exchange made no mention of needing to contact either one. I wasn't asking for finger-pointing--I just wanted someone to fix the problem. That's basic hospitality.
Safety and design flaws also left much to be desired. The pool steps are the same color as the pool floor, making them invisible and causing toe stubs left and right; everyone was bleeding. The pool floor is rocky, yet all other surfaces--walkways, stairs, you name it--are dangerously slippery when wet. Between morning dew, cleaning, and rain, it became a constant risk. My 7-year-old fell hard on her tailbone, and my mother, who's recovering from knee surgery, could barely move around without treaded footwear. There are no anti-slip treads on the steps. How is this not a lawsuit waiting to happen?
The towel card system is another outdated and frustrating policy. Lose your towel card, and you'll be charged $50. I watched guests steal towels off empty chairs just to avoid that cost. Isn't there a better way? Using guests' existing wristbands/room keys to check towels in and out seems far more secure, and far less hostile.
Designated smoking areas are not enforced. Guests smoked wherever they pleased, including around children. Only one staff member--Marlon from the entertainment team--intervened after I asked him to. Everyone else ignored it, or shrugged. That's unacceptable, especially at a family-friendly resort.
Now, the good: the wildlife was extraordinary. Monkeys swinging overhead, coatis darting between paths, and all kinds of birds (including a peacock)!--it was like living inside a nature documentary. There was also a petting zoo with pigs and donkeys to feed. The spa and gym were clean, modern, and a welcome retreat. We also booked the Temezcal ceremony on Saturday (for a fee), and it was a beautiful, powerful experience that brought cultural richness and depth to the trip. Entertainment overall was mid-tier, but the fire show stood out--a mesmerizing, educational immersion into Mayan culture.
The staff who went above and beyond deserve serious praise. Hugo, our favorite waiter, made every meal feel special. We looked for his section daily. Ivette was our hero--once she realized our food limitations, she coordinated daily with the kitchen to ensure our family had safe, satisfying meals. Chefs Izano, Gladys, and Eduardo prepared dedicated vegan dishes for us each day. These employees are the reason we didn't pack up and leave.
In short, Sandos Caracol Eco Resort wants to be an eco-luxury experience--but until it improves its service, communication, food safety, and basic infrastructure, it simply isn't. I would not recommend it to families with dietary needs, accessibility concerns, or who expect even standard levels of hospitality. But if you go, find Hugo, Ivette, and their crew--they might be the only ones who treat your vacation like it matters.
